Cancellation & Refund

This Cancellation & Refund Policy explains how cancellations and refunds work for bookings made through Spaccy.

Our aim is to provide clear and fair rules for customers, vendors and venue owners while recognising that each event service may have different costs, preparation requirements and cancellation conditions.

This Policy applies to paid bookings made through Spaccy.

Cancellation terms may vary depending on the vendor, venue or service booked.

Before completing a booking, customers should review the cancellation terms displayed on the relevant service or booking.

By confirming a booking, the customer agrees to the cancellation terms that apply to that booking.

The applicable cancellation terms may determine:

• Whether a refund is available.
• The amount of any refund.
• Any cancellation fee.
• Whether a deposit is refundable.
• Whether payments already made are non-refundable.
• The deadline for requesting a cancellation.

A customer may request cancellation of a booking through the Spaccy platform.

The refund, if any, will be determined by the cancellation terms that applied to the booking at the time it was confirmed.

Generally, the closer a cancellation is made to the event or service date, the greater the potential cancellation charge may be.

Customers should therefore review the cancellation terms before making a booking.

A cancellation is not considered complete until the cancellation request has been successfully submitted through Spaccy or otherwise confirmed by Spaccy.

Service Providers should honour confirmed bookings.

If a vendor or venue owner cancels a confirmed booking without an acceptable reason, Spaccy may take action to protect the customer and maintain the integrity of the marketplace.

Depending on the circumstances, this may include:

• A full or partial refund to the customer.
• Assistance in finding an alternative Service Provider.
• Removal of the affected listing.
• Temporary suspension of the Service Provider's account.
• Permanent removal from Spaccy.
• Other reasonable action under our Terms of Service.

Where a Service Provider cancels because of circumstances outside their reasonable control, Spaccy may review the circumstances before determining the appropriate outcome.

Where a customer is entitled to a refund, Spaccy will initiate the refund in accordance with the applicable cancellation terms and payment process.

Payments made through Spaccy are processed by Flutterwave, our payment service provider.

Refunds may therefore be subject to the processing procedures and timelines of Flutterwave and the relevant financial institution.

Spaccy does not guarantee a specific number of days for a refund to appear in a customer's bank account once the refund has been initiated.

The refund amount may also be affected by the applicable cancellation terms, payment fees, taxes or other charges where permitted by law and clearly disclosed at the time of booking.

Service Providers are responsible for maintaining accurate cancellation terms for their services.

Cancellation terms must be:

• Clear.
• Reasonable.
• Visible to customers before booking.
• Consistent with the service being offered.
• Applied consistently to customers.

Service Providers must not introduce new cancellation conditions after a booking has been confirmed unless the customer agrees to the change.

Spaccy may review or reject cancellation terms that are misleading, unfair, unlawful or inconsistent with our marketplace policies.

If a customer and Service Provider disagree about a cancellation or refund, either party may raise the matter with Spaccy.

Spaccy may review:

• The booking details.
• The agreed cancellation terms.
• Payment records.
• Communications between the parties.
• Evidence provided by either party.
• The circumstances surrounding the cancellation.

Spaccy may facilitate communication between the parties and, where appropriate, make a decision under the applicable Spaccy policies.

Nothing in this Policy removes any rights or remedies available to a customer or Service Provider under applicable law.

There may be circumstances where a booking cannot reasonably proceed because of events outside the control of the customer or Service Provider.

Examples may include:

• Natural disasters.
• Government restrictions.
• Serious public emergencies.
• Severe civil unrest.
• Major transport disruption.
• Other circumstances that make the agreed service impossible or unsafe to provide.

These situations will be reviewed on a case-by-case basis.

Spaccy may request reasonable evidence to understand the circumstances.

Where appropriate, Spaccy may assist the parties with alternatives such as:

• Rescheduling the booking.
• Changing the service date.
• Finding an alternative Service Provider.
• Providing a full or partial refund where appropriate.

An exceptional circumstance does not automatically guarantee a full refund.

Once a service has started, cancellation and refund rights may be different from those that apply before the service begins.

Where a service has already been partially or fully delivered, any refund will be considered based on:

• The services already provided.
• The amount already paid.
• The applicable cancellation terms.
• The circumstances leading to the cancellation.
• Any applicable law.

Where a customer fails to make a required payment by the agreed deadline, Spaccy or the Service Provider may cancel the booking in accordance with the booking terms.

Any refund will depend on the applicable cancellation policy.

A missed payment does not automatically entitle the customer to a full refund.

To cancel a booking:

1. Log in to your Spaccy account.
2. Open the relevant booking.
3. Select the cancellation option.
4. Submit the cancellation request.
5. Review the cancellation and refund information provided.
6. Confirm the cancellation.

Where the platform does not provide a cancellation option for a particular booking, contact Spaccy Support.

Customers should submit cancellation requests as soon as they know they can no longer proceed.

Spaccy is a technology marketplace that connects customers with independent Service Providers.

Spaccy does not provide the event service itself.

Our role may include:

• Providing the booking platform.
• Displaying the agreed booking and cancellation terms.
• Facilitating communication.
• Facilitating payments through our payment provider.
• Facilitating eligible refunds.
• Assisting with cancellation-related disputes.

Spaccy does not guarantee that a Service Provider will be able to deliver a service or that every cancellation will result in a refund.

Spaccy may investigate cancellation activity that appears fraudulent, abusive or intended to misuse the platform.

We may take action including:

• Cancelling a booking.
• Withholding platform privileges.
• Restricting an account.
• Suspending an account.
• Permanently terminating an account.

Any action will be taken in accordance with our Terms of Service and applicable law.

Spaccy may update this Cancellation & Refund Policy from time to time to reflect changes to our services, payment processes, business practices or applicable laws.

When significant changes are made, we will update the Policy and its Effective Date.

The cancellation terms applicable to an existing booking will generally be those presented and accepted when the booking was confirmed, unless otherwise required by law or agreed by the parties.

If you have questions about a cancellation or refund, please contact: